CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.

Exercises 68

Exercises Touchpoint Roadmap Call Recording 68

Promoter.io

DECEMBER 15, 2016

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io

Exercises 24

Exercises NPS Survey Customers 24

Who's Your Gladys?

MAY 17, 2016

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

Exercises 22

Exercises Loyalty Customer Service Customer Service Training 22

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.

Exercises 17

Exercises Travel Customers Leadership 17

Kate Nasser

NOVEMBER 17, 2015

Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations.

Leadership 42

Leadership Innovation Exercises 42

Kerry Bodine

JUNE 13, 2017

When I was in grad school, we did an exercise where we designed a particular experience for both the Pope and a drug dealer. We didn’t do any “customer” research for this, natch, but the general principles of the exercise were similar to the idea of designing for extreme customers.).

Exercises 98

Exercises How To Banking Travel 98

Kerry Bodine

JULY 11, 2017

Maybe a customer doesn’t understand the instructions for a new exercise, so we model how it works…then forget to stop modeling. Later in the exercise, we circled back to that sticky note about the upcoming sale email and it turns out I’d gotten it wrong.

Customer Insights 106

Customer Insights Customer Experience Exercises Touchpoint 106

CustomerGauge

DECEMBER 20, 2016

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

NPS 28

NPS Exercises 28

CX Journey

MARCH 29, 2016

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. These are all learning exercises, critical learning exercises. Without that understanding, the exercises have failed.

Exercises 83

Exercises Tips Customer Experience Data 83

Who's Your Gladys?

APRIL 4, 2016

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test?

Exercises 38

Exercises Culture Customer Focused Customer Service 38

MaritzCX

NOVEMBER 11, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

Exercises 38

Exercises Metrics 38

Service Untitled

JUNE 2, 2011

Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives.

Advertising 8

Advertising Training Financial Data 8

Kerry Bodine

JULY 10, 2017

We’ve facilitated what feels like zillions of customer workshops, and we still learn something new every time—like how to streamline our customer recruiting processes , which sticky notes hold up over a full-day workshop, or how to optimize exercises to attain deep insights.

B2C 105

B2C B2B Exercises Touchpoint 105

Service Untitled

APRIL 7, 2011

Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.

Policies 6

Policies Measurement Tips Data 6

Who's Your Gladys?

FEBRUARY 4, 2015

Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test?

Exercises 35

Exercises Culture How To Customer Service 35

ijgolding

FEBRUARY 6, 2017

As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! An exercise that organisations are becoming increasingly and consciously aware of, it is astonishing just how many business have been involved with them over the last few years.

Customer Journeys 127

Customer Journeys Management Exercises Tools 127

Kerry Bodine

SEPTEMBER 23, 2015

And of course, you’ll get to hang out with us for two whirlwind days of discussion, hands-on exercises, and our favorite workshop supply—sticky notes! Join us for a hands-on customer journey mapping workshop in the heart of San Francisco!

Customer Journeys 77

Customer Journeys Customer Experience Exercises Tips 77

Kerry Bodine

JANUARY 23, 2017

Journey managers need to conduct ethnographic research, facilitate current- state journey mapping exercises, and analyze a wide range of Voice of the Customer data to understand customers biggest pain points—and how those pain points stack up against those in competitors’ customer experiences.

Touchpoint 85

Touchpoint Exercises eBook Management 85

ForeSee

MARCH 14, 2016

When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. Life Fitness knew it needed a partner with a. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee.

Exercises 31

Exercises Customer Experience Customers 31

CX Journey

SEPTEMBER 15, 2016

When you conduct a So What exercise, you're really trying to understand the importance and the impact of implementing a solution. To me, it seems like a smart exercise to do with any improvements that you plan to make. Image courtesy of (F.Q)

Exercises 58

Exercises Financial Analysis Customers 58

Comm100

JUNE 16, 2016

Hand out worksheets that prompt your group to think about and write down their anchors: it may be something like exercising or drinking tea—encourage your workers to think about little things that help them elevate their moods.

Customer Service Training 114

Customer Service Training Training Customer Experience Groups 114

Vision Critical

APRIL 22, 2016

Why Some People Find Exercise Harder Than Others — Emily Balcetis, social psychologist. Don’t be confused: this presentation , by Emily Balcetis, a social psychologist and associate professor at NYU, is not about exercise.

Video 82

Video eBook Exercises Data 82

Customer Bliss

APRIL 1, 2016

We find that leaders who are personally involved in these sometimes mind-twisting exercises are most united in their communication and decision-making. The exercise of creating a journey map does not ensure a seamless customer experience.

How To 105

How To Touchpoint Exercises Leadership 105

CX Journey

SEPTEMBER 17, 2015

Hold a brainstorming session with your team, managers, and even stakeholders, to pull in as many ideas through an empathy map exercise. Throughout the exercise, you will be looking at four aspects of the customer experience: thinking, seeing, doing, and feeling.

Loyalty 65

Loyalty Exercises Social Media Video 65

CX Journey

JUNE 20, 2017

Socialize the insights/findings Step 1: Identify the Customer Knowing who the customer is seems like a no-brainer, but you’d be surprised by how many companies have never gone through the exercise of identifying the customer.

Exercises 52

Exercises B2B Touchpoint Customer Journeys 52

Ian Williams

MARCH 26, 2015

I was once advised by a major automotive brand that they had undertaken a Customer Journey Mapping exercise, only to find that they had simply mapped out their internal processes relating to the production and distribution of promotional materials to customers over time. There is certainly nothing wrong with the automotive brand undertaking this exercise, however what they were doing was more ‘inside-out’ than ‘outside-in’. Customer Experience is much bigger than Customer Service.

Exercises 37

Exercises Customer Journeys Automotive Brands 37

SuiteCX

JULY 10, 2017

When we train and teach new practitioners how to organize their interaction points, we always start with Inventory because many companies and brands have never done the exercise of mapping out their entire marketing communications strategy as a current state snapshot.

Interaction 54

Interaction Exercises Effort Score Data 54

Who's Your Gladys?

DECEMBER 2, 2014

Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Two things that are extremely important to me are coffee and walking my dogs. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns

Exercises 24

Exercises Policies Customer Service Customer Service Training 24

CX Journey

NOVEMBER 17, 2015

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys.

Customer Journeys 69

Customer Journeys Exercises Guidelines Touchpoint 69

Customer Bliss

MAY 11, 2017

They go through exercise to immerse people in the actions and experiences customers have. I just hit Episode 50 of my customer experience podcast. It’s been so interesting to talk to CCOs and SVPs in different industries and get actionable customer experience examples from them.

Examples 89

Examples Airlines ROI NPS 89

ReviewTrackers

JULY 17, 2017

Jump to the present, where we exercise our digital sleuth skills on a daily basis to discover exactly what we need to know about a company before handing over our cash and credit cards. These days, it’s hard to imagine how we ever got along without smartphones.

Social Media 57

Social Media Exercises Hotels Consumers 57

Ian Williams

DECEMBER 11, 2015

One organisation we were dealing with recently suggested in their RFP document that a journey mapping exercise would probably not be required as part of a VoC programme delivery. When we enquired as to why this was the case, we were told that a ‘lite’ version could be done if absolutely necessary, however that the company had already undertaken four journey mapping exercises, and that our challenge would more likely be deciding which of the four would be best to use.

Exercises 21

Exercises NPS Survey Customer Satisfaction 21

Touchpoint Dashboard

APRIL 15, 2015

I’ve seen folks dive into mapping exercises only to get stopped in their tracks because they hadn’t done two crucial things […]. Yogi Berra once said, “If you don’t know where you are going, you’ll end up someplace else.” ” This is true in life and in any project you undertake. It’s also true in journey mapping.

Exercises 17

Exercises Customers Touchpoint Employee Experience 17

Verint

APRIL 4, 2017

Still, it’s not a free-form exercise. Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article , I discussed how to get the most from customer journey maps and how to make them work for your organization.

Guidelines 17

Guidelines Exercises Tools Data 17

CX Journey

OCTOBER 7, 2014

This post is about three key exercises to lay the foundation for beginning any customer listening efforts. They tie in nicely to your journey maps and are necessary to begin that exercise. Start with these three exercises to get your VoC program off to a solid start.

Exercises 72

Exercises Touchpoint Customer Journeys Government 72

CX Journey

DECEMBER 31, 2015

Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Personally, I'm over predictions! Any predictions! So let's forget about predictions. They never seem to be right. They never seem to be executed. And they seem to be the same year over year.

Government 69

Government Exercises Culture Customer Experience 69

Ian Williams

APRIL 17, 2015

In addition to expectation gathering, this research would also include a personification exercise in order that we can understand customers’ perceptions of the brand’s current positioning. As a result of this exercise, we would expect to identify something in the region of 20 – 30 key/ core customer expectations. During this exercise, a number of other questions are asked relating to factors such as likelihood to recommend and likelihood to repurchase.

Exercises 26

Exercises Net Promoter Score Analysis System 26

CX Journey

AUGUST 25, 2015

Assuming you've started the exercise by building assumptive maps, you have yet to bring the customer into the process. If you have the ability to (or if they are willing), potential and lost customers should also be included in the exercise.

Exercises 58

Exercises Touchpoint Tools Groups 58

Customer Interactions

OCTOBER 29, 2014

This week I’m at Disaster City, a 52-acre mock community at Texas A&M, for the Winter Institute 2014 Disaster Response exercise. The exercise, which is being hosted by General Dynamics C4 Systems and the EDGE Innovation Network, is giving U.S.

Video 20

Video Exercises Government Innovation 20

NewVoiceMedia

APRIL 6, 2016

This little exercise shows how easy it is to improve customer experience by adding a personal touch. Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people.

Connections 87

Connections Exercises Culture Groups 87